Support information provisioning system

ABSTRACT

A support information provisioning system a support device, an external device; and a customer device. The customer device includes an external connector and a remote access controller device that is coupled to the external connector. In situations where the customer device is experiencing at least one customer device issue that prevents the customer device from provisioning support information related to the operation of the customer device, the remote access controller device operates to detect that the external device has been connected to the external connector and, in response, automatically cause new support information about that customer device to be generated. When the external device is subsequently connected to the support device, it may then provide that new support information to the support device for analysis.

CROSS-REFERENCE TO RELATED APPLICATIONS

This is a Continuation application to U.S. utility application Ser. No.15/660,020 filed Jul. 26, 2017, entitled “SUPPORT INFORMATIONPROVISIONING SYSTEM,” the disclosure of which is incorporated herein byreference in its entirety.

BACKGROUND

The present disclosure relates generally to information handlingsystems, and more particularly to provisioning support information froman information handling system that has limited operationalcapabilities.

As the value and use of information continues to increase, individualsand businesses seek additional ways to process and store information.One option available to users is information handling systems. Aninformation handling system generally processes, compiles, stores,and/or communicates information or data for business, personal, or otherpurposes thereby allowing users to take advantage of the value of theinformation. Because technology and information handling needs andrequirements vary between different users or applications, informationhandling systems may also vary regarding what information is handled,how the information is handled, how much information is processed,stored, or communicated, and how quickly and efficiently the informationmay be processed, stored, or communicated. The variations in informationhandling systems allow for information handling systems to be general orconfigured for a specific user or specific use such as financialtransaction processing, airline reservations, enterprise data storage,or global communications. In addition, information handling systems mayinclude a variety of hardware and software components that may beconfigured to process, store, and communicate information and mayinclude one or more computer systems, data storage systems, andnetworking systems.

Many information handling systems such as, for example, server devices,collect support information generated during the operation of the serverdevice and send that support information over a network to a customersupport system. The collection of such support information allows forits use (by the customer support system or other device/networkadministrator) in detecting, addressing, and/or otherwise remedyingissues that occur with the server device. However, in some situations,server devices may effected by issue(s) that result in those serverdevices having limited operational capabilities which can prevent thecollection and provisioning of support information (or the sending ofpreviously collected support information) to the customer support systemor other device/network administrator. For example, some server devicesmay experience issue(s) that prevent those server devices fromperforming a Power On Self Test (POST) (sometimes referred to as a“no-POST event”), which can affect the ability of the server device tocollect and/or provision support information. In addition to, orseparately from, such no-POST events, server devices may experienceissue(s) that prevent the operating system on those server devices frombecoming available (sometimes referred to as a “no-OS event”), which canaffect the ability of the server device to collect and/or provisionsupport information. In addition to, or separately from, either of suchno-POST events and no-OS events, server devices may experience issue(s)that prevent those server devices from providing information for displayon a display device (sometimes referred to as a “no-video event”), whichcan affect the ability of the server device to collect and/or provisionsupport information. In addition to, or separately from, any subset ofsuch no-POST events, no OS events, and no-video events, server devicesmay experience issue(s) that prevent those server devices fromperforming network communications (sometimes referred to as a“no-network event”), which can affect the ability of the server deviceto collect and/or provision support information.

In any of the above scenarios, the server device may be connected to apower source, but the limited operational capabilities resulting fromthe no-POST, no-OS, no-video, and/or no-network event will preventsupport information from being collected and/or retrieved for use in,for example, determining the issue with the server device that iscausing that/those issue(s)/event(s). As such, the ability to diagnosethe issue(s) occurring with such server devices is greatly limited, andmany times results in components being replaced in the server devicedespite those components working properly.

Accordingly, it would be desirable to provide an improved supportinformation provisioning system.

SUMMARY

According to one embodiment, an Information Handling System (IHS)includes a motherboard including an external connector; a processingsystem that is located on the motherboard and coupled to the externalconnector; and a memory system that is located on the motherboard andcoupled to the processing system, wherein the memory system includesinstructions that, when executed by the processing system, cause theprocessing system to provide a remote access controller engine that isconfigured, while the IHS is experiencing at least one IHS issue thatprevents the IHS from provisioning support information related to theoperation of the IHS, to: detect that an external device has beenconnected to the external connector; automatically cause, in response todetecting that the external device has been connected to the externalconnector, new support information about that IHS to be generated; andprovide the new support information to the external device.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic view illustrating an embodiment of an informationhandling system.

FIG. 2 is a schematic view illustrating an embodiment of a supportinformation provisioning system.

FIG. 3 is a schematic view illustrating an embodiment of a server deviceused in the support information provisioning system of FIG. 2.

FIG. 4 is a flow chart illustrating a method for provisioning supportinformation.

FIG. 5 is a schematic view illustrating embodiment of the server deviceof FIG. 3 provided in the support information provisioning system ofFIG. 2.

FIG. 6 is a schematic view illustrating an embodiment of an externaldevice coupled to the server device in the support informationprovisioning system of FIG. 5 when that server device is experiencinglimited operational capabilities.

FIG. 7 is a schematic view illustrating an embodiment of the externaldevice of FIG. 6 connected to a support device.

DETAILED DESCRIPTION

For purposes of this disclosure, an information handling system mayinclude any instrumentality or aggregate of instrumentalities operableto compute, calculate, determine, classify, process, transmit, receive,retrieve, originate, switch, store, display, communicate, manifest,detect, record, reproduce, handle, or utilize any form of information,intelligence, or data for business, scientific, control, or otherpurposes. For example, an information handling system may be a personalcomputer (e.g., desktop or laptop), tablet computer, mobile device(e.g., personal digital assistant (PDA) or smart phone), server (e.g.,blade server or rack server), a network storage device, or any othersuitable device and may vary in size, shape, performance, functionality,and price. The information handling system may include random accessmemory (RAM), one or more processing resources such as a centralprocessing unit (CPU) or hardware or software control logic, ROM, and/orother types of nonvolatile memory. Additional components of theinformation handling system may include one or more disk drives, one ormore network ports for communicating with external devices as well asvarious input and output (I/O) devices, such as a keyboard, a mouse,touchscreen and/or a video display. The information handling system mayalso include one or more buses operable to transmit communicationsbetween the various hardware components.

In one embodiment, IHS 100, FIG. 1, includes a processor 102, which isconnected to a bus 104. Bus 104 serves as a connection between processor102 and other components of IHS 100. An input device 106 is coupled toprocessor 102 to provide input to processor 102. Examples of inputdevices may include keyboards, touchscreens, pointing devices such asmouses, trackballs, and trackpads, and/or a variety of other inputdevices known in the art. Programs and data are stored on a mass storagedevice 108, which is coupled to processor 102. Examples of mass storagedevices may include hard discs, optical disks, magneto-optical discs,solid-state storage devices, and/or a variety other mass storage devicesknown in the art. IHS 100 further includes a display 110, which iscoupled to processor 102 by a video controller 112. A system memory 114is coupled to processor 102 to provide the processor with fast storageto facilitate execution of computer programs by processor 102. Examplesof system memory may include random access memory (RAM) devices such asdynamic RAM (DRAM), synchronous DRAM (SDRAM), solid state memorydevices, and/or a variety of other memory devices known in the art. Inan embodiment, a chassis 116 houses some or all of the components of IHS100. It should be understood that other buses and intermediate circuitscan be deployed between the components described above and processor 102to facilitate interconnection between the components and the processor102.

Referring now to FIG. 2, an embodiment of a support informationprovisioning system 200 is illustrated. In the illustrated embodiment,the support information provisioning system 200 includes a rack 202 orother device chassis that houses a switch device 204 and a plurality ofserver devices 206 a, 206 b, 206 c, and up to 206 d. Any or all of theswitch device 204 and the server devices 206 a-d may be the IHS 100discussed above with reference to FIG. 1, and/or may include some or allof the components of the IHS 100. However, while the specificembodiments discussed below include the device chassis housing switchdevice(s) and server device(s), in other embodiments the device chassismay be omitted and/or devices other than switch devices and serverdevices (e.g., storage devices and/or other device) may be utilizedwhile remaining within the scope of the present disclosure. In theillustrated embodiment, each of the switch device 204 and the serverdevices 206 a-d are coupled to a network 208. For example, any or all ofthe switch device 204 and the server devices 206 a-d may include anout-of-band connection to the network 208. However, in other examples,any or all of the switch device 204 and the server devices 206 a-d mayinclude an in-band connection to the network 208 as well. Furthermore,in some examples, any or all of the server devices 206 a-d may beconnected to the network through the switch device 204. While a fewexamples have been provided, one of skill in the art in possession ofthe present disclosure will recognize that a variety of differentnetwork connections may be provided to the switch device 204 and/or theservice device(s) 206 a-d while remaining within the scope of thepresent disclosure. In the illustrated embodiment, a customer supportsystem 210 is coupled to the network 208. In the examples below, thecustomer support system 210 may include one or more customer supportdevices that may be the IHS 100 discussed above with reference to FIG.1, and/or may include some or all of the components of the IHS 100.However, one of skill in the art in possession of the present disclosurewill recognize that customer support systems may be provided in avariety of manners that will remain within the scope of the presentdisclosure.

Referring now to FIG. 3, an embodiment of a server device 300 isillustrated that may be any or all of the server devices 206 a-ddiscussed above with reference to FIG. 2. As such, the server device 300may be the IHS 100 discussed above with reference to FIG. 1, and/or mayinclude some or all of the components of the IHS 100. In the illustratedembodiment, the server device 300 includes a chassis 302 that houses thecomponents of the server device 300, only some of which are illustratedin FIG. 3. For example, the chassis 302 may house a motherboard 304 orother circuit board known in the art. In the illustrated embodiment, aremote access controller (RAC) device 305 is included on the motherboard304. For example, the remote access controller device 305 may be anintegrated Dell Remote Access Controller (iDRAC) available from DELL®Inc. of Round Rock, Tex., United States, although other remote accesscontrollers will fall within the scope of the present disclosure aswell. The remote access controller device 305 may include a RACprocessing system (not illustrated, but which may include a processorsimilar to the processor 102 discussed above with reference to FIG. 1(sometimes referred to as a “service processor” when provided in a RACdevice) and a RAC memory system (not illustrated, but which may includememory similar to the system memory 114 discussed above with referenceto FIG. 1) including instructions that, when executed by the RACprocessing system, cause the RAC processing system to provide a RACengine 305 a that is configured to perform the functions of the RACengines and remote access controller devices discussed below. In theillustrated embodiment, the remote access controller 305 also includes aRAC Serial Peripheral Interface (SPI) storage device 305 b that iscoupled to the RAC engine 305 a (e.g., via a coupling between the RACSPI storage device 305 b and the RAC processing system) that may beprovided by, for example, a flash memory device or other storage devicesknown in the art. In some embodiments, the RAC SPI storage device 305 bmay be considered an “on-motherboard” SPI storage device due to the RACSPI storage device 305 b being part of the remote access controllerdevice 304 that is integrated into the motherboard 305.

The RAC engine 305 a is also coupled to an external connector 306 (e.g.,via a coupling between the RAC processing system and the externalconnector 306) that is accessible on a surface of the chassis 302. Inthe illustrated embodiment, the external connector 306 is mounted to themotherboard 304 and accessible on a surface of the chassis 302 (e.g.,such that it is accessible on a front panel of a server chassis), whilebeing coupled to the RAC engine 305 a via a coupling (e.g., one or moretraces) provided on the motherboard 304. However, in some embodiments,the external connector 306 may extend directly from the remote accesscontroller device 305 such that it is accessible on a surface of thechassis 302 while remaining within the scope of the present disclosureas well. In an embodiment, the external connector 306 is a UniversalSerial Bus (USB) connector, although one of skill in the art inpossession of the present disclosure will recognize that other types ofexternal connectors may be provided while remaining within the scope ofthe present disclosure.

In an embodiment, the server device 300 may incorporate subject matterdeveloped by the inventors of the present disclosure and described inU.S. patent application Ser. No. 15/659,890, attorney docket number16356.1864US01, filed on Jul. 26, 2017, the subject matter of which isincorporated by reference herein in its entirety. As such, an SPI 307may be included on the motherboard 304 and coupled to the RAC engine 305a (e.g., via a coupling such as one or more traces between the RAC SPIstorage device 305 b and the RAC processing system.) One of skill in theart in possession of the present disclosure will recognize that the SPI307 may be provided by a variety of SPI connectors and or SPIconnections known in the art. An off-motherboard SPI storage device 308is connected to the SPI 307. In an embodiment, the off-motherboard SPIstorage device 308 may be a restore Serial Peripheral Interface (rSPI)card (sometimes referred to as a “front panel” SPI) that is availablefrom DELL® Inc. of Round Rock, Tex., United States, although otheroff-motherboard SPI storage devices will fall within the scope of thepresent disclosure as well. The off-motherboard SPI storage device 308may be considered “off-motherboard” due to the ability to connect it to,and disconnect it from, the SPI 307 such that it is located off themotherboard planar. For example, the rSPI card discussed above may beprovided as a circuit board having an SPI connector that can beconnected/disconnected with the SPI 307, and may include storage andother subsystems for providing the functionality discussed below.

In the illustrated embodiment, the server device 300 also includes anon-volatile memory subsystem 310 that is coupled to the motherboard 304and the RAC engine 305 a (e.g., via a coupling such as one or moretraces between the memory subsystem connector(s) on the motherboard 304and the RAC processing system.) For example, the non-volatile memorysubsystem 310 may include one or more a Non-Volatile Dual Inline MemoryModule (NVDIMM) devices, although other non-volatile memory subsystemswill fall within the scope of the present disclosure as well. In theillustrated embodiment, the server device 300 also includes a one ormore other server subsystem(s) 312 that may be included on or coupled tothe motherboard 304 and the RAC engine 305 a (e.g., via a couplingbetween that server subsystem and the RAC processing system.) Forexample, the server subsystem(s) 312 may include processing systems(e.g., central processing units (CPUs), network processing units (NPUs),etc.), memory systems, storage systems, display systems, powersubsystems, and/or any other server subsystem that would be apparent toone of skill in the art in possession of the present disclosure. In theillustrated embodiment, the server device 300 also includes acommunication subsystem 314 that is coupled to the motherboard 304 andthe RAC engine 305 a (e.g., via a coupling between the communicationsubsystem 314 and the RAC processing system.) For example, thecommunication subsystem 314 may include a Network Interface Controller(NIC), a wireless communication subsystem (e.g., a BLUETOOTH®communication subsystem, a Near Field Communication (NFC) subsystem,and/or other wireless subsystems known in the art, and may provide theconnections between the switch device 206 a/300 and the switch device204, the other server devices 206 b-d, and the network 208 discussedabove with reference to FIG. 2. While the discussions below involve theserver device 300, one of skill in the art in possession of the presentdisclosure will recognize that other devices (sometimes referred to as“customer devices” below) may benefit from the teachings of the presentdisclosure and thus will fall within its scope. Furthermore, while aspecific server device has been described, one of skill in the art inpossession of the present disclosure will recognize that server devicesmay include a variety of components other than those illustrated inorder to provide conventional server device functionality, as well asthe functionality discussed below, while remaining within the scope ofthe of the present disclosure.

Referring now to FIG. 4, an embodiment of a method 400 for supportinformation provisioning is illustrated. As discussed below, embodimentsof the systems and methods of the present disclosure detect a connectionof an external device to a server device that is experiencing a serverdevice issue that otherwise prevents that server device fromprovisioning support information and, in response, automatically causesnew support information about that server device to be generated andprovided to the external device. The external device may then bedisconnected from the server device and connected to a support device inorder to transmit that new support information to that support deviceand/or to a customer support system via a network. In some embodiments,in addition to or separately from the generation and provisioning of thenew support information, the detection of the connection of the externaldevice to the server device may cause the automatic retrieval ofpreviously stored support information and the provision of thatpreviously stored information to the external device for subsequenttransmittal to the support device and/or customer support system. Assuch, a server device that is experiencing a server device issue thatotherwise prevents that server device from provisioning supportinformation may be connected to a power source, and support informationmay then be collected and/or retrieved, and in some cases used todetermine what is causing that/those issue(s)/event(s), enhancing theability to diagnose the issue(s) occurring with such server devices, andpreventing components from being replaced in the server device despitethose components working properly.

The method 400 begins at block 402 where a remote access controllerdevice in a server device collects and stores first support informationabout the server device. FIG. 5 illustrates an example of the serverdevice 206 a/300, prior to and/or at block 402, properly operating and,in response, generating support information. For example, properoperation of the server device 206 a/300 may include the server device206 a/300 having performed and completed a POST, an operating system onthe server device 206 a/300 being available, the server device 206 a/300being capable of providing information for display on a display device,the server device properly performing network communications, and/or avariety of other functionality that one of skill in the art inpossession of the present disclosure would recognize as properfunctioning of a server device. In a specific example, the networkcommunications may be properly performed in the server device 206 a/300in response to the remote access controller device 305 being properlyconfigured to support those network communications such as, for example,by configuring the remote access controller device to performout-of-band management communications.

Support information generated by the server device 206 a/300 prior toand/or at block 402 may include server device logs (sometimes called“chassis logs) that describe the operation of the server device 206a/300, connected device logs (e.g., information about devices connectedto the server device 206 a/300 such as the switch device 204 and serverdevices 206 b-d) that describe the operation of connected devices,remote access controller device logs that describe the operation of theremote access controller device 305, and/or other support informationthat would be apparent to one of skill in the art in possession of thepresent disclosure. In a specific example, support information may begenerated via scheduled collections that are run on a periodic basis(e.g., Sunday mornings at 2 am), and may include system stateinformation, device inventory information, firmware version information,operating system log information, application data information,lifecycle controller information, and/or other scheduled collectioninformation known in the art. However, while specific examples of aproperly operating server device 206 a/300 and support informationgenerated by that properly operating server device 206 a/300 have beenprovided, one of skill in the art in possession of the presentdisclosure will recognize that proper operation of a server device (orother customer devices) may include a variety of functionality and maygenerate a variety of support information that will fall within thescope of the present disclosure as well.

In an embodiment, at block 402, the RAC engine 305 a in the remoteaccess controller device 305 may operate to monitor, copy, and/orotherwise collect the support information generated by the server deviceprior at and/or at block 402, and store that support information in atleast one storage subsystem. For example, at block 402 the RAC engine305 a may operate to store the support information generated by theserver device 206 a/300 prior to and/or at block 402 in the RAC SPIstorage device 305 b. In addition, as discussed in detail in U.S. patentapplication Ser. No. 15/659,890, attorney docket number 16356.1864US01,filed on Jul. 26, 2017, the subject matter of which is incorporated byreference herein in its entirety, the RAC engine 305 a may operate tostore the support information generated by the server device 206 a/300prior to and/or at block 402 in the off-motherboard SPI storage device308 and/or in the non-volatile memory subsystem 310. For purposes of thediscussion below, the storage of support information generated by theserver device prior to and/or at block 402 provides previously storedsupport information in at least one storage subsystem in the serverdevice 206 a/300.

The method 400 then proceeds to block 404 where the server deviceexperiences at least one server device issue that prevents the serverdevice from provisioning support information. As would be understood byone of skill in the art in possession of the present disclosure,conventional server devices must satisfy at least the followingprerequisites in order to provision support information through anetwork: 1) a supported operating system must be installed on the serverdevice, 3) a support agent must be running in that supported operatingsystem, and 3) the server device must have a network connection to thecustomer support system. In an embodiment of block 404, at least one ofthe above-listed prerequisites have not been satisfied, and thus theprovisioning of support information directly to the customer supportsystem is prevented.

In some examples, at block 404, the server device 206 a/300 mayexperience one or more server device issues that prevent the serverdevice 206 a/300 from performing a POST and that result in a no-POSTevent, the server device 206 a/300 may experience one or more serverdevice issues that prevent the operating system on the server device 206a/300 from becoming available and that result in a no-OS event, theserver device 206 a/300 may experience one or more server device issuesthat prevent the server device 206 a/300 from providing information fordisplay on a display device and that result in a no-video event, theserver device 206 a/300 may experience one or more server device issuesthat prevent the server device 206 a/300 from performing networkcommunications and that result in a no-network event, and/or a varietyof other server device issues that would be apparent to one of the skillin the art in possession of the present disclosure and that prevent theserver device 206 a/300 from provisioning support information about theserver device 206 a/300. In a specific example, at block 404 the remoteaccess controller device 305 may not be configured for out-of-bandmanagement communications (e.g., in a factory setting when the serverdevice 206 a/300 is being manufactured and/or assembled, or in someother restricted environment), which may prevent the server device 206a/300 (which is functioning properly) from provisioning supportinformation at block 404. In another specific example, the inability ofthe server device 206 a/300 to provision support information through thenetwork 208 to the customer support system 210 may be a result of thatserver device 206 a/300 having had its motherboard replaced (e.g., withthe motherboard 304) and there being no network interface or connectionavailable to access support information stored on the remote accesscontroller device 305.

For example, the one or more server device issues may result fromfailures or malfunctions in the Basic Input-Output System (BIOS)included in the server device 206 a/300, failures or malfunctions in themotherboard 304 in the server device 206 a/300, failures or malfunctionsin the Peripheral Component Interconnect express (PCIe) subsystem in theserver device 206 a/300, other hardware failures or malfunctions, and/ora variety of other server device issues that would be apparent to one ofskill in the art in possession of the present disclosure. However, insome embodiments, the one or more server device issues may not resultfrom failures or malfunctions in the server device 206 a/300, but rathermay result for other reasons. For example, the inability of the serverdevice 206 a/300 to provision support information through the network208 to the customer support system 210 may be a result of that serverdevice 206 a/300 being located in a datacenter that does not allow thatserver device 206 a/300 to be connected to the network 208 for securityreasons. Similarly, the inability of the server device 206 a/300 toprovision support information through the network 208 to the customersupport system 210 may be a result of that server device 206 a/300 beinglocated in a manufacturing/factory facility that that does not allowthat server device 206 a/300 to be connected to the network 208 in orderto prevent viruses and/or other security issues with the manufacturedproducts. As such, a wide variety of server “issues” that preventconventional support information provisioning (e.g., through the networkto the customer support system 210 by the remote access controllerdevice 305) will fall within the scope of the present disclosure.

In some embodiments, at block 404 one or more subsystems in the serverdevice 206 a/300 may be replaced. In some examples, the communicationsubsystem 314 (or one or more of its components), one or more of theserver subsystem(s) 312 (or one or more their components), and or anyother subsystem in the server device 300 may be replaced at block 404.In a specific example, the motherboard 304 (or one or more of itscomponents) may be replaced (i.e., with a different motherboard ormotherboard components) at block 404. In those specific examples, theremote access controller device (and its components) on that replacementmotherboard may be different than the remote access controller device305 (i.e., that performed block 402 of the method 400), but may operatesubstantially similarly to the remote access controller device 305discussed below. However, in other embodiments, no subsystems in theserver device 206 a/300 are replaced at block 404.

The method 400 then proceeds to block 406 where the remote accesscontroller device detects an external device connected to an externalconnector on the server device. FIG. 6 illustrates an embodiment ofblock 406 with an external device 600 connected to the externalconnector 306 on the server device 206 a/300. For example, the externaldevice 600 is described below as a USB storage device, but one of skillin the art in possession of the present disclosure will recognize thatthe external device 600 may include any device that is compatible toconnect to the external connector 306 and that includes a storagesubsystem for storing the support information as discussed below. In anembodiment of block 406, the RAC engine 305 a of the remote accesscontroller device 305 in the server device 206 a/300 may operate tomonitor the external connector 306 and detect the connection of theexternal device 600 at block 406. For example, power may be provided tothe server device 206 a/300 (e.g., by connecting a power subsystem(e.g., one of the server subsystems 312) to a power source), which inturn provides power to the remote access controller device 305. In aspecific example, a user may enable a battery (e.g., a ComplementaryMetal-Oxide Semiconductor (CMOS) battery) to power the remote accesscontroller device 305 when the server device 206 a/300 is powered off(also known as “flea power”) so that the remote access controller device305 is available, and then connect the external device 600 to theexternal connector 306. The RAC engine 305 a in the remote accesscontroller device 305 may be configured to utilize that power to monitorthe external connector 306 and detect when the external device 600 isconnected to the external connector 306 (e.g., via a standard“plug-and-play” device detection mechanism). As such, despite the serverdevice 206 a/300 experiencing the server device issue(s) that preventthe server device 206 a/300 from provisioning support information, thepowering of the server device 206 a/300 enables the remote accesscontroller device 305 to operate to monitor the external connector 306for the connection of the external device 600 at block 406, as well asperform the other functionality discussed below.

In an embodiment, following the detection of the connection of theexternal device 600 to the external connector 306, the RAC engine 305 ain the remote access controller device 305 may operate to determinewhether authorization information is included on the external device600. For example, the remote access controller device 305 may store anauthorization signature or other authorization information, and prior toconnecting the external device 600 to the external connector 306, auser, network administrator, or customer support representative mayprovide that authorization signature or other authorization informationon a storage subsystem on the external device 600 in order to allow thatexternal device 600 to be used in the method 400. At block 406, RACengine 305 a may then access the storage subsystem on the externaldevice 600, identify information stored on that storage subsystem, anddetermine whether any of that identified information matches theauthorization information stored in the remote access controller device305. In response to determining that the identified information matchesthe authorization information stored in the remote access controllerdevice 305, the RAC engine 305 a determines that authorizationinformation is included on the external device 600 and the method 400may proceed to block 408. However, in response to determining that theidentified information does not match the authorization informationstored in the remote access controller device 305, the RAC engine 305 adetermines that authorization information is not included on theexternal device 600, and RAC engine 305 a may prevent supportinformation from being provided on the external device 600 as discussedbelow. As such, authorization information may be required on externaldevices used with the support information provisioning system of thepresent disclosure to ensure security of that support information byonly provisioning that support information on authorized externaldevices.

The method 400 then proceeds to block 408 where the remote accesscontroller automatically causes second support information about theserver device to be generated. In an embodiment, at block 408 and inresponse to detecting the connection of the external device 600 to theexternal connector 306, the RAC engine 305 a operates to automaticallycause the support information about the server device 206 a/300 to begenerated (e.g., support information generated subsequent to the serverdevice 206 a/300 experiencing the server device issue(s) discussedabove). For example, at block 408, the RAC engine 305 a may cause thegeneration of server device logs (sometimes called “chassis logs”) thatdescribe the limited operational capabilities of the server device 206a/300 as a result of the server device issue(s), connected device logs(e.g., information about devices connected to the server device 206a/300 such as the switch device 204 and server devices 206 b-d) thatdescribe the operation of connected devices, remote access controllerdevice logs that describe the operation of the remote access controllerdevice 305, storage logs, operating system logs (e.g., if the servicemodule is operating and the operating system collector (OSC) isavailable), and/or other support information that would be apparent toone of skill in the art in possession of the present disclosure. In aspecific example of support information generated for a server devicethat is not functioning property, such support information may includesystem state information, device inventory information, firmware versioninformation, cached information, filtered operating system loginformation, application data information, lifecycle controller loginformation, and/or other support information known in the art. However,while specific examples of support information generated by the serverdevice 206 a/300 with limited operational capabilities have beenprovided, one of skill in the art in possession of the presentdisclosure will recognize that improper operation of a server device (orother customer devices) may include a variety of functionality and maygenerate a variety of support information that will fall within thescope of the present disclosure as well.

In an embodiment, at block 408, the RAC engine 305 a in the remoteaccess controller device 305 may operate to store the supportinformation that was generated at block 408 in at least one storagesubsystem. For example, at block 408 the RAC engine 305 a may operate tostore the support information generated at block 408 in the RAC SPIstorage device 305 b. In addition, as discussed in detail in U.S. patentapplication Ser. No. 15/659,890, attorney docket number 16356.1864US01,filed on Jul. 26, 2017, the subject matter of which is incorporated byreference herein in its entirety, the RAC engine 305 a may operate tostore the support information generated at block 408 in theoff-motherboard SPI storage device 308 and/or in the non-volatile memorysubsystem 310. However, in other embodiments, the support informationgenerated at block 408 may be immediately written to the external deviceat block 410, discussed below, rather than storing it on the serverdevice 206 a/300. For purposes of the discussion below, the generationof support information at block 408 provides new support informationthat, in some embodiments, may be stored in at least one storagesubsystem in the server device 206 a/300.

The method 400 then proceeds to block 410 where the remote accesscontroller device provides the first support information and the secondsupport information to the external device. In an embodiment, at block410, the RAC engine 305 a may operate to provide the previously storedsupport information and/or the new support information through theexternal connector 306 to the external device 600. For example, at block410, the RAC engine 305 a may retrieve (e.g., copy) the previouslystored support information from the RAC SPI storage device 305 b, theoff-motherboard SPI storage device 308, and/or the non-volatile memorysubsystem 310, and provide (e.g., write) that previously stored supportinformation on the storage subsystem provided on the external device600. Similarly, at block 410, the RAC engine 305 a may retrieve (e.g.,copy) the new support information from the RAC SPI storage device 305 b,the off-motherboard SPI storage device 308, and/or the non-volatilememory subsystem 310, and provide (e.g., write) that new supportinformation on the storage subsystem provided on the external device600. However, as discussed above, at block 410 the RAC engine 305 a maywrite the new support information directly to the external device 600while remaining within the scope of the present disclosure as well.While the method 400 is illustrated and described as including theprovisioning of both the previously stored support information and thenew support information to the external device 600, the method 400 maybe performed to provide only the previously stored support informationon the external device 600, or only the new support information on theexternal device 600, while remaining within the scope of the presentdisclosure as well.

In an embodiment, at block 410 and prior to providing the previouslystored support information and/or the new support information to theexternal device 600, the RAC engine 305 a may operate to determinewhether that support information includes private customer informationand, if so, remove the private customer information from the supportinformation before providing the support information on the externaldevice 600. For example, at block 410 the RAC engine 305 a may analyzethe previously stored support information and/or the new supportinformation and determine whether it includes Media Access Control (MAC)addresses, Internet Protocol (IP) addresses, host system names, settingsthat indicate a user name, and/or any other primate customer informationthat would be apparent to one of skill in the art in possession of thepresent disclosure. As such, the previously stored support informationand/or the new support information may be filtered before provisioningon the external device 600 to ensure that private customer information(or any other information defined by the system provider or customer) isnot provisioned on the external device 600.

The method 400 then proceeds to block 412 where the external device isused to provide the first support information and the second supportinformation to at least one support device. FIG. 7 illustrates anembodiment of block 412 in which the external device 600 has beendisconnected from the external connector 306 on the server device 300,and connected to a support device 700 that is connected through thenetwork 208 to the customer support system 210. As such, in someembodiments, the connection of the external device 600 to the supportdevice 700 may allow the previously stored support information and/orthe new support information provided on the external device 600 to beprovided to the support device 700 and then transmitted through thenetwork to the customer support system. However, in some examples,rather than using a support device (i.e., the support device 700 that isoperated by a customer support technician), the external device 600 maybe connected to a user system (e.g., a properly operatinglaptop/notebook computer or desktop computer) in place of the supportdevice 700, and then transmitted through the network to the customersupport system 210. In another example, rather than using the supportdevice 700, the external device 600 may be connected to one of the otherserver devices 206 b-d (e.g., a properly operating server device) inplace of the support device 700, and then transmitted through thenetwork to the customer support system (e.g., as part of that serverdevices support information provisioning, or in a separate supportinformation provisioning). Furthermore, rather than transmitting thepreviously stored support information and/or the new support informationthrough the network to the customer support system 210, that informationmay instead simply be provided on the support device 700. In any of thesituations described above, the previously stored support informationand/or the new support information may be utilized by the customersupport representative operating the support device 700 or the customersupport system 210 for analysis and, in some cases, to diagnose theserver device issue(s) or otherwise provide customer support for theserver device 206 a/300.

Thus, systems and methods have been described that provide for theconnection of an external device to a server device that is experiencinga server device issue that otherwise prevents that server device fromprovisioning support information and, in response to connecting thatexternal device, new support information about that server device isautomatically generated and provided to the external device. Theexternal device may then be disconnected from the server device, andconnected to a support device to transmit that new support informationto that support device and/or to a customer support system via a networkso that the information may be analyzed and, in some situations, used todiagnose the server device issue(s). As discussed above, the detectionof the connection of the external device to the server device may causethe automatic retrieval of previously stored support information and theprovision of that previously stored information to the external devicein place of, or in addition to, the generation and provisioning of thenew support information. As such, a server device that is experiencing aserver device issue that otherwise prevents that server device fromprovisioning support information may be connected to a power source, andsupport information may then be collected and/or retrieved and analyzed,enhancing the ability to diagnose the issue(s) occurring with suchserver devices, and preventing components from being replaced in theserver device despite those components working properly

Although illustrative embodiments have been shown and described, a widerange of modification, change and substitution is contemplated in theforegoing disclosure and in some instances, some features of theembodiments may be employed without a corresponding use of otherfeatures. Accordingly, it is appropriate that the appended claims beconstrued broadly and in a manner consistent with the scope of theembodiments disclosed herein.

What is claimed is:
 1. A support information provisioning system,comprising: a support device; an external device; and a computing devicethat is configured, while the computing device is experiencing at leastone computing device issue that prevents the computing device fromprovisioning support information related to the operation of thecomputing device via a primary provisioning route that 1) includes anetwork and that 2) otherwise allows the computing device to provisionsupport information through the network when the computing device is notexperiencing the at least one computing device issue, to: detect thatthe external device has been connected to the computing device;automatically generate, in response to detecting that the externaldevice has been connected to the computing device, support informationrelated to the operation of the computing device subsequent toexperiencing the at least one computing device issue; and automaticallyprovide the support information to the external device, wherein theexternal device is configured to subsequently provide the supportinformation to the support device following disconnection of theexternal device from the computing device and connection of the externaldevice to the support device.
 2. The system of claim 1, wherein thecomputing device includes at least one storage subsystem, and whereinthe computing device is configured, while the computing device isexperiencing the at least one computing device issue, to: automaticallyretrieve, from the at least one storage subsystem in response todetecting that the external device has been connected to the computingdevice, previously stored support information about the computingdevice; and automatically provide the previously stored supportinformation to the external device, wherein the external device isconfigured to subsequently provide the previously stored supportinformation to the support device following connection of the externaldevice to the support device.
 3. The system of claim 1, wherein theexternal device is connected to the computing device via a UniversalSerial Bus (USB) connector included on the computing device.
 4. Thesystem of claim 1, wherein the at least one computing device issueincludes at least one of a no Power On Self Test (no-POST) event, a noOperating System (no-OS) event, a no-video event, and a no-networkevent.
 5. The system of claim 1, wherein the computing device isconfigured, while the computing device is experiencing the at least onecomputing device issue, to: determine that the external device includesauthorization information; and automatically generate, in response todetecting that the external device has been connected to the computingdevice and determining that the external device includes theauthorization information, the support information about the computingdevice.
 6. The system of claim 1, wherein the computing device isconfigured, while the computing device is experiencing the at least onecomputing device issue, to: determine private customer information thatis included in the support information; and remove the private customerinformation from the support information prior to providing the supportinformation to the external device.
 7. The system of claim 1, whereinthe support information includes at least one of: logs generatedsubsequent to the computing device experiencing the at least onecomputing device issue, chassis logs, and connected device logs.
 8. AnInformation Handling System (IHS), comprising a processing system; and amemory system that is coupled to the processing system, wherein thememory system includes instructions that, when executed by theprocessing system, cause the processing system to provide a supportinformation engine that is configured, while the Information HandlingSystem (IHS) is experiencing at least one IHS issue that prevents theIHS from provisioning support information related to the operation ofthe IHS via a primary provisioning route that 1) includes a network andthat 2) otherwise allows the IHS to provision support informationthrough the network when the IHS is not experiencing the at least oneIHS issue, to: detect that an external device has been connected to theIHS; automatically generate, in response to detecting that the externaldevice has been connected to the IHS, support information related to theoperation of the IHS subsequent to experiencing the at least one IHSissue; and automatically provide the support information to the externaldevice.
 9. The IHS of claim 8, further comprising: at least one storagesubsystem that is coupled to the processing system, wherein the supportinformation engine is configured, while the IHS is experiencing at leastone IHS issue, to: automatically retrieve, from the at least one storagesubsystem in response to detecting that the external device has beenconnected to the IHS, previously stored support information about theIHS; and automatically provide the previously stored support informationto the external device.
 10. The IHS of claim 8, wherein the externaldevice is connected to the IHS via a Universal Serial Bus (USB)connector that is coupled to the processing system.
 11. The IHS of claim8, wherein the at least one IHS issue includes at least one of a noPower On Self Test (no-POST) event, a no Operating System (no-OS) event,a no-video event, and a no-network event.
 12. The IHS of claim 8,wherein the support information engine is configured, while the IHS isexperiencing the at least one IHS issue, to: determine that the externaldevice includes authorization information; and automatically generate,in response to detecting that the external device has been connected tothe IHS and determining that the external device includes theauthorization information, the support information about the IHS. 13.The IHS of claim 8, wherein the support information engine isconfigured, while the IHS is experiencing the at least one IHS issue,to: determine private customer information that is included in thesupport information; and remove the private customer information fromthe support information prior to providing the support information tothe external device.
 14. A method for providing support information,comprising: detecting, by a computing device while the computing deviceis experiencing at least one computing device issue that prevents thecomputing device from provisioning support information related to theoperation of the computing device via a primary provisioning route that1) includes a network and that 2) otherwise allows the computing deviceto provision support information through the network while the computingdevice is not experiencing the at least one computing device issue, thatan external device has been connected to the computing device;automatically generating, by the computing device in response todetecting that the external device has been connected to the computingdevice, support information related to the operation of the computingdevice subsequent to experiencing the at least one computing deviceissue; and automatically providing, by the computing device, the supportinformation to the external device.
 15. The method of claim 14, furthercomprising: automatically retrieving, by the computing device from atleast one storage subsystem included in the computing device and inresponse to detecting that the external device has been connected to thecomputing device, previously stored support information about thecomputing device; and automatically providing, by the computing device,the previously stored support information to the external device. 16.The method of claim 14, wherein the external device is connected to thecomputing device via a Universal Serial Bus (USB) connector.
 17. Themethod of claim 14, wherein the at least one computing device issueincludes at least one of a no Power On Self Test (no-POST) event, a noOperating System (no-OS) event, a no-video event, and a no-networkevent.
 18. The method of claim 14, further comprising: determining, bythe computing device while the computing device is experiencing at leastone computing device issue, that the external device includesauthorization information; and automatically generating, by thecomputing device in response to detecting that the external device hasbeen connected to the computing device and determining that the externaldevice includes the authorization information, the support informationabout the computing device.
 19. The method of claim 14, furthercomprising: determining, by the computing device while the computingdevice is experiencing at least one computing device issue, privatecustomer information that is included in the support information; andremoving, by the computing device, the private customer information fromthe support information prior to providing the support information tothe external device.
 20. The method of claim 14, wherein the supportinformation includes at least one of: logs generates subsequent to thecomputing device experiencing the at least one computing device issue,chassis logs, and connected device logs.